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Citibank Complaint - Unprofessional customer service - Citibank
Citibank Complaint

Citibank Complaint


Unprofessional customer service - Citibank

My recent experience with Citibank has caused me financial damage and a lot of mental stress. We have been Citibank customers for about 8-10 years. Last month, Citibank filed a claim for me when my check was cashed in a fraud case. They gave me provisional credit for the amount involved in fraud and promised to send me paperwork in mail about the next steps. I never received any paperwork from them. I called them at least three times to get an update on the case, and I was told I would receive the paperwork soon and that the case could take up to 60 days to resolve. One month later, (last night) all of a sudden I see my checking account overdrawn. I called the bank, and the employees had no clue. I was connected to Supervisor April who told me my claim was denied and the provisional amount was reversed that resulted in overdraft. She told me the reason for denial was that the department did not receive any further clarification from me. I told her I did not receive any paperwork from the bank; she apologized and told me we would do a second appeal and promised to send me the paperwork soon. This morning, I contacted the bank again, and I hear a SECOND story: my claim was denied because Citibank could not work on a check I wrote to the company. The second supervisor was Lexus - a very rude person who hardly wanted to listen to me. She said they sent me the notice of fund reversal on the same day in mail. So I am going to receive the letter in mail after 5 days from my account is overdrawn? I then spoke to a third supervisor Brook - she was very understanding and acknowledged the fact that Citibank did not handle the claim and the whole procedure professionally. She told me the bank could compensate me by giving me thank you points worth $25 - I find their resolution so insulting! Both supervisors told me they filed an internal complaint against the department that handled my claim. This was terrible and very unprofessional customer service from Citi; they wasted my time as I could have handled this issue a month ago by catching the fraudster in a different way if they did not start my case; they overdrew my account without notifying me, and this caused me a lot of inconvenience, and I had to spend hours on their phone to speak to unprofessional staff that did not have the power to resolve any mistakes that were caused by them.

The bank should have properly communicated with me from the very beginning of the claim. One of the supervisors told me the claim should not have been started in the first place. If they had not started the claim, I would have handled the issue when the fraudster was still in my city - this whole month wasted my time. The bank SHOULD have informed me before overdrawing my account. There was no paperwork, no phone call, and no email throughout the whole process. The staff had two different versions of the story. I would like Citibank to compensate me for causing all the disturbance and stress due to their internal negligence.

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